My wife and I began buying furniture from Raymour and Flanigan to replace items we lost in an apartment fire.initially, we purchased a Dining room set, area rug and sleeper sofa. With little more than a year of use, the sleeper sofa broke. Raymour and Flanigan was unable to repair the item and gave us store credit, which we used for another sleeper, this one the size of a "love seat", and portion of the cost of an additional chair. Within a year the next sleeper broke, even though it had been used very little, since it was in storage for over 5 months of that time span. We returned to the same store and expressed our concern. We advised the sales rep and the manager that we had consistent problems with this type of sofa, and that we wanted a regular sofa instead. Furthermore that we were aware of the stipulations stated in our Platinum protection and that we did not intend to buy another sofa unless we received store credit from the defective item. The manager hearing the reasons why we no longer wanted a sleeper sofa, advised us that we would have wait until a technician inspected our furniture before they could remove the item and give us store credit. He went on to say he would intervene and ensure that our needs were met, should the technician decide to repair the item at our home, given that repairing the item would likely become a cyclical affair. The manager having won our confidence, encourage us to pay for a new sectional sofa that day and schedule a delivery, adding again that he would be in touch should we need him at any time.
The furniture was delivered a few days later and we were happy. A month and a half later, or more, the technician appeared at our home to inspect the furniture. The technician was helpful and insisted he could repair the sleeper sofa at the home. The repair, it should be noted, was to be made on the wood at the base of the left leg, to which the fixtures of the slide/folding mechanism were fastened had completely ripped out. My wife explained that this repair would not fix the larger issue that the furniture was not sturdy enough for our use and reiterated the words of the store manager. The technician wasn't understanding in this matter, and argued that the store manager could not and should not have made those statements. My wife decided against getting the repairs and reported back to the manager. My wife made several attempts to communicate what had happened but the manager was unavailable. Once she reached him, he denied that he had said anything to us. We both sat with this man and he ensured us he could and would resolve any issue over the course of hour, more or less, and still he denied it, all of it. Now we are stuck with two couches, luckily we have space for the smaller item in our bedroom, otherwise the over-priced and poorly crafted item would be curb-side waiting to be collected by Sanitation. The final insult to injury is that the new couch is already falling apart, awesome!
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